Brand Support Specialist

Title: Brand Support Specialist

Location: Brazil, Sao Paulo (Remote)

Reports to: Head of Customer Support, International - Brand

Role Type: Contract/Pejota: 12 Months

Hours: 40hrs / week

Duration: 12 months

Please apply using English resume

Job Purpose: The International Brand Support team is recruiting for a role to aid in ensuring the quality and reliability of our brand support operations.

The Brand Support Specialist is a hybrid role combining technical client support, quality assurance, and brand onboarding. You will support international brand clients by ensuring a smooth onboarding experience, verifying accurate affiliate tracking setup, and troubleshooting technical issues. You will also contribute to operational excellence by conducting quality assurance checks, maintaining SOP compliance, and continuously improving internal support workflows.

This is a hands-on role that requires cross-functional collaboration with Brand Partnerships, Engineering, Product to deliver a world-class support experience across LTK’s global brand ecosystem.

Key Responsibilities:

• Own the technical onboarding process for international brand partners, ensuring proper integration with LTK Tracking and affiliate networks.
• Conduct verification checks to ensure affiliate links and tracking mechanisms function correctly.
  
  
• Manage and resolve support tickets for:
• Commission tiering & setup
• Login provisioning for internal users and brand partners
• Assist both SMB and enterprise clients with implementation, tracking setup, and platform usage.
• Categorize, prioritize, and escalate according to SLA and internal protocols
• Maintain detailed documentation in each ticket
• Create and maintain documentation on brand support processes, QA protocols, and onboarding workflows.
• Train new team members on support SOPs and technical onboarding.
• Validate SOP adherence before resolution or ticket closure

Requirements:

• 1-2 years experience in a client-facing technical support or QA role in a digital marketing, AdTech, or affiliate platform.
• Attention to Detail: Meticulous attention to detail to accurately identify defects and ensure comprehensive test coverage.
• Communication: Excellent verbal and written communication skills to effectively communicate results and collaborate with team members.

• Passion for customer support, quality assurance and influencer marketing.
• Willingness to take on a variety of tasks whether mundane or exciting in order to achieve desired outcomes.
• Professional Working English.

Technical / Educational Requirements:

• Technical degree and/or 12 month work experience in Technical field
• Familiarity with affiliate networks, browser-based tracking, UTM parameters, and API-driven tools.
• Previous experience with Zendesk or JIRA or Hubspot.
• Proficiency with general office software (Excel, Word, Google Docs, Google Apps) 
• Internship or part-time work experience in social marketing, marketing agency and/or customer support.
• Good understanding of HTML, browser dev tools, and cookie/tracking debugging

Desired Skills:

• Martech industry foundational knowledge: knowledge of influencer marketing helpful.
• Organizational skills, ability to meet deadlines, and attention to detail to routinely produce zero-defect work
• Basic social media background with experience in multiple platforms including Facebook, Instagram, Youtube, TikTok, and blog postings
• Demonstrated problem-solving skills and solution-oriented mindset
• Ideal team player attitude and proven ability to work with team members across business functions
• Must be able to learn quickly and adapt to individual team requirements
• Positive attitude with enthusiasm for change
• Ability to work with limited supervision.